Director, Repairs and Rentals

KEY RESPONSIBILITIES 

The Director, Repairs & Rentals, leads and grows Guitar Center’s Repairs and Rentals businesses as core differentiators of the retailer’s value proposition to musicians. Reporting to the Vice President of Retail Operations, this role owns the end-to-end business, including strategy, operating model, financial performance, and field execution.

This leader is accountable for profitable growth, operational excellence, and delivering a best-in-class service experience across the store fleet.

WHAT YOU WILL DO:

Business Ownership & Performance

• Own Repairs & Rentals P&L, including strategy, execution, and financial results
• Develop operating standards, playbooks, and scalable service models
• Manage budgets, forecasts, pricing strategy, and ROI analysis
• Drive growth through improved utilization, technician productivity, attachment, turnaround time, and customer satisfaction

Operational Excellence

• Lead continuous improvement initiatives to increase efficiency and service quality
• Optimize labor models and productivity standards
• Use KPIs and dashboards to monitor performance and deploy corrective action

People & Cross-Functional Leadership

• Partner with Store Operations and HR on recruiting, training, and capability development for technicians and rental associates
• Collaborate with Merchandising, Marketing, Supply Chain, Finance, and Information Technology to integrate Repairs & Rentals into the omni-channel experience
• Build and develop a high-performing team; ensure succession planning
• Perform additional duties as assigned

Qualifications

WHAT YOU’LL BRING:

Required:

• Bachelor’s degree or equivalent work experience; Business or related field preferred
• 6+ years of progressive retail operations or multi-unit retail management experience
• 5+ years of people leadership experience
• Demonstrated experience leading service-based retail operations (repairs, rentals, field services, or comparable models)
• Strong financial and analytical acumen, including experience managing labor, productivity, and KPI performance
• Experience developing operating models, playbooks, and scalable processes
• Proficiency with retail POS systems and Microsoft Office (Excel, PowerPoint, Word, Outlook)
• Strong collaboration, communication, and project management skills
• Ability to operate effectively in a fast-paced, high-change environment while maintaining operational discipline 

Preferred:

• Experience leading field-based or multi-location service organizations
• Background in musical instruments, music retail, or adjacent service industries
• Experience partnering with technology teams to implement operational systems

About Guitar Center

The Guitar Center Company embodies the world of creativity and music by encouraging our teammates to find their own individual sound. Our mission is to develop and nurture lifelong musicians and make a difference in the world by enabling musicians and non-musicians alike to experience the joy that comes from creating music. We believe in putting our customers first, engaging with respect and integrity and fulfilling our mission with passion.

The Guitar Center Company operates through several business divisions. Guitar Center is the world's largest retailer of guitars, amplifiers, drums, keyboards, recording, live sound, DJ, and lighting equipment, with more than 290 stores across the United States.  2014 marked the milestone 50th anniversary of the Guitar Center Company as the organization continues to help people make music from coast to coast.   

E-Commerce brands Guitar Center, Musician's Friend and WWBW offer online sales of a broad selection of music products. The Music & Arts division operates more than 220 stores specializing in band & orchestral instruments for sale and rental, serving teachers, band directors, college professors, and students since 1952. AVDG and GCPro headline the enterprise audio-visual integration busine